Satisfying Gen Z: preparing for the next phase of innovation and expectation
Where will Gen Z’s expectations go next and how can banks keep pace?
23 July | 11am ET | 4pm BST | Online
Gen Z is the first truly digitally-native generation – far less forgiving than millennials of sub-optimal digital experiences. They also value active digital support in managing their finances to a much greater extent than earlier generations. Coming of age in the shadow of the financial crisis and amid today’s economic uncertainty, many are already thinking seriously about long-term financial health, investment, and wealth building.
Neobanks like Wise and N26 are attracting and retaining growing numbers of this next generation of banking customers, but not even they can afford to stand still. With open banking and open data initiatives afoot across the globe, the Great Wealth Transfer on the horizon and AI enabling ever more sophisticated data analytics and communication, banks and wealth management institutions must plan now for a new phase in service innovation for this important demographic.
Attend to gain insights on:
- Heightening expectations: what will Gen Z expect from their banks, in 2-, 5- and 10-years’ time?
- How will AI and open data take expectations of value-adding services, such as PFM, to new heights?
- How to effectively serve and communicate with Gen Z customers, both today and tomorrow
- From Revolut to Wise to N26: what can incumbents learn from digital pioneers? Why are they winning market share with Gen Z?
- Instant resolutions and seamless self-service as the default: what is the best way for banks to deliver against Gen Z’s rising expectations?
- The potential of AI: where might its application by both neobanks and in other sectors take Gen Z’s expectations next, and how should banks prepare?
- Envisioning the next frontier in PFM: how might AI combined with open banking and open data initiatives, such as FiDA, change the game?
- From bite-sized messaging to hyper-personalisation to active financial guidance: what are the critical tactics to engage this demographic, and where do the pitfalls lie?
- Preparing for the Great Wealth Transfer: how can wealth management institutions position themselves as trusted advisors to new generations?
The panellists:
Saira Khan
Pat Saad
Cindy Griffin
About Smart Communications
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently.
Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.
To learn more, visit smartcommunications.com.
